SaaS Tech Support Manager - US shift

• Developing a deep understanding of Adits all products to assist team members in resolving customer issues.
• Managing a technical support team including all domains from Installation to troubleshooting support.
• Develop and implement processes and procedures to optimize the teams performance and customer satisfaction.
• Communicating with Doctors or Practice owners via telephone, email, or other media as applicable regarding technically complex problems identified in Adits products, and maintaining effective client relations.
• Collaborate with cross-functional teams to escalate and resolve complex technical issues and liaison with Product Development and QA teams about key product issues.
• Maintain ownership of issues until resolution, drive other teams as needed, and set clients expectations accordingly.
• Monitor team performance and make sure the team is on track to resolve incidents in a timely manner.
• Develop training programs to improve the technical skills of the team members and keep them up-to-date with the latest technologies and products.
• Conduct periodic meetings with the Team and understand the poor to top performers.
• Monitor and report on team performance metrics, identify areas for improvement and take corrective action when necessary.
• Provide guidance, assistance, and mentoring support to all the team members when needed.
• Participate in product development meetings to provide input on technical support requirements and customer needs.
• Coordinate with the management and CEO for ongoing problems and possible solutions.

Requirements:

• Bachelors degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in SaaS-based technical support with at least 2 years of experience in a leadership or management role.
• Strong technical background with experience in troubleshooting hardware, software, and network issues.
• Exceptional communication and leadership skills.
• Ability to manage and motivate a team in a fast-paced and dynamic environment.
• Experience in developing and implementing processes and procedures.
• Ability to analyze and interpret data to identify trends and improve team performance.
• Experience in developing and delivering training programs.
• Strong customer service skills with the ability to handle escalated customer issues.
• Ability to work independently and in a team environment.
• Availability to work in the US-Shift (6-30 pm to 3-30 am)

• We trust our people and offer completely remote opportunities.
• Flexible work schedules for better work-life balance.
• Group of 460+ Agile, Smart, and Dynamic IT Professionals.
• Supportive and collaborative work environment.
• 5 days working company (Monday - Friday). All weekends are Off!
• Great working and learning environment
• Company Sponsored Medical Insurance